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About Vic.ai

Vic.ai is revolutionizing the finance sector through advanced AI technology, aiming to automate and improve accounting functions, especially invoice processing with outstanding accuracy. Supporting over 10,000 customers, the platform has significantly saved time and costs in finance operations. We foster a fast-paced, collaborative, and people-centered culture that values ownership and impact.

Role Overview

As a Customer Success Manager, you will combine relationship management, problem solving, and technological expertise to guide finance teams adopting AI tools from onboarding through long-term adoption, ensuring measurable efficiency gains. You will manage accounts, facilitate customer support, and liaise with Product and Engineering to enhance the customer experience.

Responsibilities

Drive product adoption by delivering onboarding, training, and sharing best practices to maximize results.
Act as a trusted advisor to finance leaders and daily users, establishing strong partnerships.
Manage multiple accounts, organizing regular check-ins, business reviews, and strategic discussions.
Identify early warning signs to minimize customer churn and enhance retention efforts.
Address product, workflow, and data issues promptly and coordinate effective solutions.
Manage customer communications through Intercom and other engagement channels.
Advocate for customer needs internally and contribute to product improvements.
Collaborate cross-functionally with Product, Engineering, and Implementation teams to tackle complex challenges.
Refine and scale onboarding and customer success processes continuously.

Qualifications and Experience

Bachelor’s degree or an equivalent combination of education and experience.
Minimum two years in customer-facing roles such as Customer Success, Account Management, or Consulting.
Proven SaaS experience is required; prior background in fintech, accounting, or Office of the CFO roles is highly advantageous.
Experience with onboarding or implementing software solutions preferred.

Technical Skills and Product Knowledge

Comfortable learning and explaining complex technical products, workflows, and integrations.
Ability to comprehend AI and automation technologies and translate their features into tangible business benefits.
Experience with APIs and ERP/accounting systems like NetSuite and Coupa is a plus.
Capable of effective partnership with engineering and product teams with clear technical communication.
Skilled in analyzing metrics and dashboards to inform decision-making.

Core Competencies

Strong interpersonal and communication skills to build robust client relationships.
Excellent problem-solving abilities, maintaining composure and proactive approach under pressure.
Comfortable conducting client meetings, training sessions, and executive-level discussions.
Detail-oriented, organized, and capable of managing multiple accounts efficiently.
Familiarity with tools such as Gainsight, HubSpot, Jira, Intercom, and G-Suite is preferred.

Why Join Vic.ai?

Work on groundbreaking AI that addresses real-world problems at scale, within a culture that values speed, accountability, low ego, and high impact. Vic.ai supports a remote-first environment with a flexible approach, fostering a supportive and innovative team atmosphere.

Compensation & Benefits

Competitive salary ranging from $90,000 to $110,000 annually, influenced by skills, experience, and market factors.
Opportunity for salary growth, bonuses, equity awards, and benefits.
401(k) plan with company match.
Comprehensive health, dental, and vision insurance with 100% coverage options for employees and their families.
Monthly wellness stipend.
Generous parental leave.
Flexibility with remote work and a home office stipend.
Team events, retreats, branded merchandise, and a travel-friendly culture.
Generous paid time off.

Customer Success Manager